Wipro Pune Hiring Associate Analyst | Freshers Eligible

Job Description

The purpose of this role is to provide effective technical support to the process and actively resolve client issues, either directly or through timely escalation, to meet process SLAs.

Key Responsibilities

Support the process by managing transactions to the required quality standards

• Take all incoming help requests from clients by telephone and/or email in a courteous manner
• Record end user details such as name, department, contact information and the nature of the problem
• Update your own availability in the RAVE system to support process productivity
• Record, track and document all queries, problem-solving steps taken and successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve client queries
• Resolve client queries within the SLAs defined in the contract
• Use internal knowledge bases, resources and FAQs to resolve issues effectively
• Learn relevant product details to support better client interaction and troubleshooting
• Review call logs to identify frequent trends and prevent future problems
• Maintain and update self-help documents for customers to reduce resolution time
• Identify red flags and escalate serious client issues to the team leader when resolution is delayed
• Make sure all product information and disclosures are shared with clients before and after calls or emails
• Comply with service agreements to avoid legal issues

Deliver excellent customer service through effective diagnosis and troubleshooting

• Provide product support by diagnosing queries and guiding users through step-by-step solutions
• Help clients navigate product menus and understand product features
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Maintain logs and records of customer queries according to standard procedures
• Accurately process and record all incoming calls and emails using the designated tracking software
• Offer alternative solutions where appropriate to retain customers and client business
• Communicate clearly and appropriately with listeners in different situations
• Follow up with scheduled call backs to record feedback and ensure SLA compliance

Build capability to ensure operational excellence and superior service levels for the existing account

• Complete product trainings to stay current with features, changes and updates
• Enroll in product-specific and other trainings as client requirements or recommendations suggest
• Work with team leaders to identify training themes and learning issues that better serve the client
• Build job knowledge through self-learning and personal networks

Performance Measures

Process: Number of cases resolved per day, compliance to process and quality standards, meeting process-level SLAs, Pulse score and customer feedback.

Self-management: Productivity, efficiency, absenteeism, training hours and number of technical trainings completed.

About Wipro

Wipro Limited is a leading technology services and consulting company focused on building innovative solutions for clients' digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro helps customers, colleagues and communities thrive in an ever-changing world.